Dunning Effectiveness

Learn about the effectiveness of your current and past dunning cycle settings.

Dunning Effectiveness

For invoices that go past due, the Dunning Effectiveness Report tracks the dunning recovery rate, amount of revenue recovered, and number of subscriptions saved. For sites with multiple dunning campaigns enabled, it's possible to view this data for all dunning campaigns or for a specific dunning campaign and version.

What's included in the report?

  • This report includes 3 methods for evaluating dunning effectiveness: Invoices Recovered (Recovery Rate), Revenue Recovered, and Subscriptions Saved
  • All dashboard views include a section for dunning Recovery Over Time. The Individual Dunning Campaigns views also include a section for Dunning Lifecycle.
  • This report only includes automatic invoices. Manual invoices and manual invoice dunning settings are excluded from this report at this time.
  • Note: This report includes data from August 2016 going forward

Ways to use this report

  • Monitor your dunning recovery over time and identify changes to recovery at the time dunning settings are changed
  • Understand the effectiveness of your current or past dunning settings and make corresponding changes to length, number of emails sent, etc., based upon this information

Invoices

Similar to a cohort analysis, the invoice recovery is attributed to the time interval the invoice was billed rather than the time interval during which it was recovered. Example: If an invoice was billed on Jan 15th and was recovered on Feb 14th, the invoice would be counted towards the recovery numbers in January.

The Invoices view(s) include the following:

  • Recovery Rate = (Invoices created during the selected interval that were recovered / invoices created during the selected interval) * 100
  • Recovered: Invoices that went past due and were recovered by some method, including but not limited to customer updates or retry logic. Other recovery reasons include account updater or forced collection, for example.
  • Not Recovered: Invoices that went past due and were not recovered before the end of dunning. Depending on your dunning settings, these invoices will be marked as “failed” or remain in a “past due” state.

Revenue

Similar to a cohort analysis, the revenue recovered is attributed to the day, week, or month when the invoice was created rather than when it was recovered.

The Revenue view(s) include the following:

  • Total Billed: On a single invoice, this is the amount billed minus any applied credit payments. Total billed is the sum of all invoices created in the selected date range.
  • Customer Updates: The total amount billed on past due invoices that was recovered due to a customer updating their billing information
  • Successful Retries: The total amount billed on past due invoices that was recovered due to a successful transaction retry by Recurly
  • Total Recovered: The total amount billed on past due invoices that was recovered due to any recovery reason, including but not limited to customer updates or successful retries. Note that invoices can also be recovered from account updater while in dunning or by forced collection.
  • For multi-currency sites, select a currency to view the revenue recovered on invoices processed in that currency

Note that this is different from the Revenue Recovered report, which sums the amount of revenue recovered from invoices closed (aka paid) in that month.

  • Use the Dunning Effectiveness report to measure the impact of dunning settings on invoices that were planned to be paid in X month but go past due and are later recovered
  • Use the Recovered Revenue report to measure the amount of revenue from paid invoices that was recovered through Recurly's proactive (Account Updater) and reactive (Retry Logic) measures in a specific timeframe

Subscriptions

Similar to a cohort analysis, the subscriptions saved are attributed to the time interval the subscription became “at-risk” rather than the interval in which it was saved.

The Subscriptions view(s) include the following:

  • Past Due Subscription: A subscription on an invoice that went past due into dunning
  • Non-Active Paying: Subscriptions are included in this category if the invoice created for that subscription in a certain month was NOT recovered but the subscription remained active. This can happen in one of two ways:
    (1) Your site's dunning settings are set to keep the subscription active at the end of dunning
    (2) While the original invoice that went past due failed, another invoice was created before the end of dunning. This second invoice was paid by the customer and the subscription stayed active.

Dunning Lifecycle

On the Individual Dunning Campaigns report views only, this section of the report helps you monitor the efficiency of your current and past dunning settings by evaluating when in the dunning lifecycle recovery happens. Recovery is measured by invoices recovered, revenue recovered, or subscriptions recovered, based upon your view selection.

  • When a dunning campaign version is selected, you can view the recovery of all invoices that went into that dunning cycle as a recovery rate, revenue recovered, or number of subscriptions saved
  • The “days after first failure” intervals are created based upon when emails are sent in the selected dunning setting version
  • Note that this section of the report only includes invoices/revenue/subscriptions that were recovered DURING the dunning window. Recovery after dunning ends is not included in this section.

🚧

Availability

This report is only available to merchants on Recurly’s Professional, Elite, and Enterprise Plans. Please contact Support if you are interested in access to this report.